Customer Success Manager
Skills
- Strong verbal and written communication skills to effectively engage and influence stakeholders.
- Analytical skills with a proactive approach to identifying and solving customer issues.
- Ability to collaborate cross-functionally with Sales, Marketing, Product, and Support teams.
- Comfortable with technology and ability to learn and explain technical product concepts quickly.
- Data-driven approach to tracking customer health and influencing decision making.
- Adaptability to thrive in a fast-paced and dynamic work environment.
Responsibilities
- Build and maintain long-term relationships with enterprise customers ensuring exceptional customer lifecycle experience.
- Position SmartBear as a strategic partner by aligning solutions with customer goals and driving product adoption.
- Monitor customer usage and health metrics, providing actionable recommendations for growth and improvement.
- Conduct regular business reviews to reinforce value realization and strengthen partnerships.
- Act as the voice of the customer, collaborating with Sales, Marketing, Support, and Product teams to enhance product offerings.
- Collaborate closely on renewal and upsell opportunities to ensure seamless customer journey from purchase to renewal.
- Track key performance indicators to measure engagement and guide continuous improvement efforts.
- Develop a deep understanding of SmartBear’s product portfolio including licensing and deployment models.
Education
- Bachelor’s degree or equivalent experience preferred.
Benefits
- Opportunities for career growth at multiple levels within the company.
- Supportive People and Culture organization focused on holistic employee well-being.
- Generous time-off policies including birthday leave.
- Inclusive and respectful workplace promoting diversity, equity, and inclusion.
- Global company with multiple international office locations.
Average salary estimate
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